ANIMAL DISPUTES AND EMOTION

I continue to receive questions about disputes involving animal companions—both from separating couples with animal companions and from others with complaints about the veterinary services they received. I’ve written previously about couples using mediation to reach agreements over custody of pets, so the following will focus on disputes with veterinarians.

 A colleague referred me to the Veterinary Client Mediation Service (VCMS) in the U.K., which is funded by the Royal College of Veterinary Surgeons and provides free sessions for people with animals and veterinary practices. Those with a complaint can request mediation assistance online. Then a VCMS Resolution Manager contacts each party by phone or email, secures agreement to mediate, gathers information, and continues to work with both independently to explore options for settlement, which might include meeting face-to-face.

 VCMS reports handling some 4,000 cases annually with an 85% settlement rate for disputes over fees and an approximate 70% settlement rate for disputes over services.

 As would be expected, not all clients were satisfied with the service and voiced their dissatisfaction online. Owners can be very involved and emotional when it comes to disputes tied to their animal companions. Evidence shows compared to dental and medical practices, veterinarians are more likely to be victims of cyberbullying. Veterinarians themselves, for a variety of reasons, have suicide rates twice that of other medical professions and four times that of the general population.

 Disputes with veterinarians regarding animals can be emotional and stressful for all involved. Mediation is the ideal way to address such disputes. Unfortunately, no equivalent to the VCMS exists in the United States. Instead, parties are urged to seek the guidance of local community mediation services.